- Complaint Seeking Refund and Reimbursement for Fraud scam by MakeMyTrip ^Open

Arun Paliwal filed this complaint against Makemytrip on Jan 02, 2024

Complaint Seeking Refund and Reimbursement against Fraud/ Scam by MakeMyTrip:

I want to file a complaint about our booking experience with Hotel Bharat Mahal Palace, Jaipur through MakeMyTrip for a *-night stay from ** Dec to ** Dec. We made the booking on ** December **** and got confirmation from MMT with the booking ID NH************** after paying INR **,***. Booking was made under the name of Arun Paliwal with contact details as mobile number ********** and email id paliwal.arun**@gmail.com. However, when we arrived at the hotel on ** December after a tiring *-hour drive, we were not allowed to check-in. The hotel staff informed us that they have had no affiliation with MMT for the past two years, hence there is no booking for us. This dishonest act by MMT left us shocked and made us struggled for a room on sold out situation in Jaipur.
We attempted to seek assistance from MMT's customer service and spoke with Customer Care Executive Azhar initially. However, we were put on hold for an excessive amount of time, and despite promises of a call back within ** minutes, we didn’t received any response. Requesting a direct contact number proved futile, adding to our frustration. We had to call customer service again and ended up speaking with Tarun this time, repeating the entire issue. Once again, we were put on hold for an extended period of half an hour. This lack of professionalism and consideration for our needs demonstrated a failure on MMT's part to comprehend the seriousness of the situation.

After being on hold for over an hour, Tarun asked us to take the refund. However, when we requested assistance in booking an alternative hotel due to the high volume of tourists in the city and the lack of availability of hotel rooms, we were once again placed on hold for more than half an hour. Eventually, we were offered the option to check in at Hotel Dodas Palace,Raja Park, Jaipur located * to * kilometres away from our desired location. Tarun assured us that the hotel was of the same heritage category as Bharat Mahal Palace and promised good service. Furthermore, he mentioned that as per MMT's policy, we would be reimbursed approximately INR **** for the inconvenience over and above the refund of INR *****, with a confirmation email to be initiated from MMT end as the call ends. However, its noteworthy that till today, no email and message confirmation has been received from MMT regarding refund and reimbursement.

Fatigued and disheartened, we reluctantly accepted Tarun's suggestion and went to Hotel Dodas Palace. However, we soon discovered that the hotel was situated in a crowded narrow street in Raja Park. Hotel Dodas Palace did not meet the standards of a heritage hotel and was mere a lodge. The rooms were in poor condition, lacking cleanliness and ambiance, and there was also a lack of parking facility. We checked online and found that the average rate for the lodge was **** to **** per night, but the lodge charged us INR **** per night with breakfast. We reluctantly stayed at the lodge due to our exhaustion and unwillingness to spend hours on hold with MMT customer service again. Unfortunately, we were only able to stay for one night as it was fully booked for the following day.

Throughout this entire ordeal, i managed to check in to the lodge only by *:** pm. We made a request to the housekeeping staff to clean the dirty washroom, but he refused, claiming that it was already cleaned to the best of their abilities. By this point, our only desire was for the night to be over so that we could return home. MMT's mishandling of our booking ruined what was supposed to be a special visit. We could not celebrate either birthday or Christmas Eve.

I am utterly disgusted and outraged by the utterly disgraceful and unscrupulous service provided by MMT. As paying customers, we were deceived and utterly dumbfounded by the astonishing level of incompetence displayed by MMT. They shamelessly accepted a hotel booking for an establishment they had absolutely no affiliation with and had the audacity to charge us an exorbitant amount for it. This unforgivable deceit caused us unimaginable agony and distress during our stay in Jaipur. The reprehensible actions of MMT left us utterly stranded, forcing us to endure an additional four excruciating hours on the road following an already grueling seven-hour journey. Our meticulously planned trip, meant to celebrate a joyous birthday and Christmas Eve, was utterly ruined by the despicable negligence of MMT.

I am extremely dissatisfied with the lack of knowledge and understanding exhibited by the Customer Care Executives. It was evident that they were unfamiliar with their own protocols and had difficulty grasping the situation in order to provide an appropriate solution. Furthermore, they completely failed to anticipate our need for immediate assistance upon arriving in a new city. After making us wait for an unacceptably long period of * hours, their proposed solution was merely a suggestion for a refund. This level of service is completely unacceptable. The staff demonstrated a profound lack of empathy and approached the situation in a cold and robotic manner. Their behavior lacked the human touch, professionalism, and empathy that one would expect from MMT staff.

I am extremely displeased with MMT's lack of honesty and integrity. Despite our request for a stay at a reputable heritage property comparable to Hotel Bharat Mahal Palace, MMT deceived us yet again by assuring us that Hotel Dodas was a heritage hotel with excellent service standards. However, our experience revealed that it was nothing more than a substandard lodge with appalling room conditions.

I am extremely displeased and dissatisfied with the numerous inconveniences i have encountered due to MMT's dishonesty and mismanagement regarding the booking and subsequent arrangements. Over and above I understand that this is a SCAM / FRAUD from 'Make MyTrip' as on MMT's application it is showing that we have already stayed at Hotel Bharat Mahal Palace, Jaipur and i have received a feedback form to fill in about our stay experience. Therefore, I am filing a formal complaint against MMT and demanding an immediate refund and reimbursement for the troubles caused.
I have sent an email on **th December **** at grievanceofficer@makemytrip.com, however there is no response from anybody from MMT.

Are you brand?

Resolve Complaint

Are you Lawyer?

Help Consumers